Operational Success Report
Purpose:
This report provides a weekly snapshot of operational performance across member onboarding, engagement, staff activity, and capacity metrics.
Key Contents:
- Member Onboarding:
- Staff vs. self-onboarding volumes and conversion rates
- Weekly onboarding trends and staff-level onboarding counts
- Engagement Metrics:
- Weekly engagement rates and activity types (e.g., messaging, reminders, program tasks)
- Median engagement days and retention by care area
- Staff Performance:
- Login activity, follow-up completion rates, and response times
- Program end reasons and member status updates
- Staff Capacity:
- Member interactions by type (e.g., message, phone call, instruction)
- Active panel size trends and primary assignment metrics
Usage:
This report supports operational reviews, identifies performance gaps, and informs staffing and engagement strategies.
NOTE: This report is currently only available to legacy customers who began using Wellframe prior to 2024. Please use other digitally optimized reports for your analytical needs. Reach out to your account team with any questions.
Dashboard Filters
- Manager
- Team
- Employer Group
- Member Line of Business
- Date
Definitions
Member Onboarding Section
| Member Onboarding | Filters | |||||
| Name | Description | Manager | Team | Employer Group | Date | Member Line of Business |
| Members Invited by Staff | A count of members invited who were added to Wellframe by staff via the “Invite Member” form on the Wellframe Dashboard. | X | X | X | X | |
| Members Onboarded by Staff | A count of members who downloaded the Wellframe app and signed up after being invited to Wellframe by a Staff member | X | X | X | X | |
| Members Self-Onboarded | A count of members who downloaded the Wellframe app and signed up through a direct marketing campaign | X | X | X | X | X |
| Total Onboarded | A count of all members who downloaded the Wellframe app and signed up through all channels. | X | X | X | X | X |
| Members Onboarded – YTD | A count of all members who downloaded the Wellframe app and signed up through all channels, year to date. | X | X | X | X | |
| Cumulative Onboarded | A count of all members who downloaded the Wellframe app and signed up through all channels for all time. | X | X | X | X | |
| Members Self Onboarded by Week (Last 12 weeks) | Bar chart showing a count of members self-onboarded by week for the last complete 12 weeks. | X | X | X | X | |
| Average Staff Conversion Rate | A count of members invited by staff to download the app divided by a count of members who downloaded the app and completed sign up. # onboarded members / # invited members | X | X | X | X | |
| Staff with 0 Onboards (Last 7 Days) | A count of staff who have no members who have downloaded the app and completed sign up after the staff invited the member to sign up. Staff which report themselves as managers in the dashboard are not counted in this metric. | X | X | X | ||
| Members Invited Telephonically, Onboarded, & Conversion Rate by Week – Last 12 wks | Chart showing a count of members staff invited to the platform, a count of members who downloaded the app and signed up after receiving an invite, completing the onboarding process. | X | X | X | X | |
| Staff Onboarding | A count of members who were invited to download the mobile app and a count of members who completed the mobile app sign up process by Staff name. | X | X | X | X | X |
Member Engagement Section
| Member Engagement | Filters | |||||
| Manager | Team | Employer Group | Date | Member Line of Business | ||
| Members, Engaged Members, % Engaged Members by Week (Last 12wks) | A count of members who have access to the mobile app (have signed up and are eligible), a count of members who were considered engaged that month, and the percent of members who were engaged ( # engaged members / # of members with mobile app access). | X | X | X | X | |
| Member Engagement by Type and Week (Last 12wks) | A count of members who completed a program task on their checklist, sent a message to a Staff member, dismissed a basic reminder, and dismissed a medication reminder by month, for the last 6 months. | X | X | X | X | |
| Current Members | A count of members that currently have access to the Wellframe app. A member has access to the Wellframe app if they are onboarded, eligible, and enrolled. | X | X | X | X | |
| % Current Members on Maintenance | The percentage of current members with a maintenance label applied. | X | X | X | X | |
| Median Days Engaged Between Days 1 and 30 | Of members who have been on the mobile app for 30 days, the median number of days members were considered engaged. | X | X | X | X | X |
| % Members with Medication Reminders | The percent of members who have a medication reminder out of all sign up members. | X | X | X | X | |
| Current % Members w/No Active Program | Currently enrolled, onboarded, and eligible members that are not on maintenance and not subscribed to a care program/date dependent program. | X | X | X | X | |
| Median Days Engaged [Days 1 through 30] by Enrollment Primary Care Area | Of members who have been on the mobile app for 30 days, the median number of days members were considered engaged by enrollment primary care area. Enrollment primary care area is the highest priority care area of program(s) members are subscribed to as of day 14 post-onboarding. | X | X | X | X | X |
| 14, 30, 90 day Retention by Enrollment Primary Care Area | A count of members retained on wellframe day 14, 30 and 90 by enrollment primary care area. A member is considered retained on wellframe day 14, 30 or 90 if the member is considered engaged on or after day 14, 30 or 90. Enrollment primary care area is the highest priority care area of program(s) members are subscribed to as of day 14 post-onboarding. | X | X | X | X | X |
| Conversation Count (Last 12wks) | A count of conversations by week for the last 12 weeks. Conversations can be initiated by Staff or a Member. Messages are grouped into conversations using natural language processing that assesses multiple factors such as the author of the message, the presence of a greeting, the amount of time since the last message. | X | X | X | X | |
| Members Marked as Done | A count of all members who have been marked as done by Staff. Members who have been invited as well as onboarded members can be marked as done. When a member is marked as done they can no longer access the mobile app. | X | X | X | X | X |
| Programs Ended | A count of programs ended. A program can end automatically due to the member reaching the last of program content, or the Staff member can end the program. | X | X | X | X | X |
| Members Marked as Done by Reason | A count of members who have been marked as done by Staff by reason. | X | X | X | X | X |
| Program End Reasons | A count of programs ended by the program end reason. | X | X | X | X | X |
Staff Performance Section
| Staff Performance | Filters | |||||
| Manager | Team | Employer Group | Date | Member Line of Business | ||
| Staff without a Login (Last 7d) | A count of staff members who have not logged in the past 7 days. Staff which report themselves as managers in the dashboard are not counted in this metric. | X | X | |||
| Percent Followups Completed by Due Date | Of all followups for members, the percent of followups that have been completed by the due date. # of followups completed by due date / total # of followups | X | X | X | X | |
| % Current Members Missing a Primary | The percentage of current members without a primary Staff member assigned. | X | X | |||
| Average Days to Dismiss Alerts and Insights (Last 12wks) | The average number of days it took for an alert or insight to be dismissed by a Staff member by week | X | X | X | ||
| Top 10 New Care Program Subscriptions | A count of started care program subscriptions by Program name. A care program subscription means the care program has been added to the members profile. | X | X | X | X | X |
| Median Response Time By Staff Member | The median time in hours for a Staff member to respond to a message from a member. | X | X | X | X | X |
Staff Capacity Section
| Staff Capacity | Filters | |||||
| Manager | Team | Employer Group | Date | Member Line of Business | ||
| Members Interacted With, # of Interactions | A count of members who have received an interaction from a Staff member. An interaction is defined as an in-app message, a text message, a phone call, a clinical note, or a patient instruction. The number of interactions being the count of interactions between members and Staff members. | X | X | X | X | X |
| Primary Members Interacted With, # of Interactions | A count of members who have received an interaction from their Primary Staff member. The number of interactions being the count of interactions between members and primary Staff members. | X | X | X | X | X |
| Average Members Interacted With per Staff | The average number of members a staff member interacts with. | X | X | X | X | X |
| Average Primary Assignments per Staff, Avg Primary Assignments per Staff (Excl. Maintenance) | The average number of members for which a staff member is the primary. Compared to the average number of members, which do not include maintenance members, for which a staff member is the primary. | X | X | X | X | |
| Unique Members Interacted with by Week (Last 12 wks) | A count of members interacted with by a Staff member cut by members with a maintenance label vs. members without a maintenance label by week, for the last 12 weeks. | X | X | X | X | |
| Median Active Panel Size Over Time (Last 12 wks) | The median active panel size over the past 12 weeks. The median active panel size shows the median number of members assigned to a Staff member per day in a given week. | X | X | X | X |
Last Updated: